Customer Service Representative

Under the direction and supervision of the Vice President of Operations, the Intake Specialist Non-Clinical will be an integral member of the Intake Department and will contribute to increasing VNA Health's revenue and reputation by converting referrals to successful admissions by providing excellent customer service and maintaining high standards of quality in work product. The Intake Specialist Non-Clinical will respect and promote the mission, values, and vision of VNA Health.

Responsibilities:

1. Assess, triage, and process referrals to successful admissions in a timely, accurate, and professional manner.
2. Meet or exceed goals regarding referral-to-admit conversion rate and face-to-face encounter documentation.
3. Enter all pertinent data in EMR and other electronic and manual systems with a high degree of accuracy, timeliness, and completeness.
4. Respond to all inquiries (phone, email, mail, fax, in-person) of internal and external customers in a timely, accurate, and professional manner.
5. Demonstrate comprehensive working knowledge of VNA Health's programs and services, including associated regulations and payment sources, and communicate them effectively to constituents.
6. Maintain strong proficiency in external data systems (such as ProAccess, Wave, Aiden, etc.).
7. Comply with applicable Joint Commission standards.
8. Maintain high standards of customer service at all times, with particular focus on responsiveness and facilitating solutions.
9. Strengthen the Intake team through personal commitment and actions as a supportive team member.
10. Require minimal supervision while performing a variety of tasks, defining priorities, and managing time efficiently.
11. Work independently and function well in a strong team environment.
12. Act in a fiscally responsible manner.
13. Uphold VNA Health's core values and follow organization policies and requirements.
14. Performs other duties as assigned by supervisor.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job related tasks other than those stated in this description. All staff are expected to participate as needed in variable shifts, including weekend rotation per staffing needs and departmental holiday rotation.

Qualifications:

1. Bachelor's degree preferred.
2. Experience in medical environment and/or home health, hospice, personal care services highly desired.
3. Strong critical thinking skills to assess situations and recommend solutions.
4. High attention to detail and strong organizational skills.
5. Exceptional communication skills, including strong listening skills, ability to respectfully and succinctly convey information to diverse constituents (patients/families, referral sources, physicians, co-workers), ability to maintain discretion and confidentiality, and provide excellent phone etiquette.
6. Excellent information technology skills including the Google Suite and electronic health record systems.
7. Excellent customer service focused on respectful and responsive solutions.
8. Ability to juggle a variety of tasks in fast-paced environment while clearly defining priorities and managing time efficiently.
9. Ability to stay focused and to maintain a high degree of accuracy with repetitive tasks.
10. Ability to stay calm and respectful in crises and challenging situations.
11. Self-directed and requires minimal supervision.
12. Passionate about VNA Health's mission and upholds the agency's core values of compassion, integrity, teamwork, and excellence.
13. Bilingual in Spanish-English strongly preferred.

Physical Requirements:

1. Ability to lift 50 lbs.
2. Ability to push/pull 50 lbs.
3. Ability to stoop, bend, and squat.
4. Ability to walk up one flight of stairs.
5. Ability to walk one mile.
6. Ability to sit for one hour, minimum.
7. Visual and audio acuity.

Standard of Performance: VNA Health Evaluation tool